Customer Service Agent – US Healthcare, After Hours

Responsibilities

• Answer incoming after-hours calls professionally and efficiently.
• Resolve client and caregiver queries within the scope of after-hours support.
• Respond promptly to messages received through the company's texting platform.
• Notify clients of caregiver call-outs and coordinate replacement caregivers when required.
• Confirm caregiver schedules 1–2 hours before the start of each shift.
• Conduct initial intake calls for prospective clients interested in services.
• Accurately document all interactions and update caregiver schedules within the system.
• Assist with administrative projects and other after-hours support tasks as needed.

Requirements

• Fluent in English with clear, professional communication skills .
• Excellent customer service experience.
• Strong multitasking and organisational skills.
• Comfortable working independently with minimal supervision.
• Intelligent, resourceful, and able to solve problems effectively.
• Compassionate, dependable, and highly responsible.
• Ambitious with a strong work ethic.
• Flexible and adaptable to changing schedules and operational requirements.
• Excellent computer and telephone skills.
• Previous staffing, scheduling, or healthcare industry experience (advantageous).

Core Competencies

Demonstrates strong communication and customer service skills while efficiently managing after-hours support tasks. Capable of multitasking and problem-solving in a dynamic environment, with a focus on caregiver scheduling and client interaction.